Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.3 stars
  • Customer Service
    3.5 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 6464 customer ratings since 2018-05-19 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2681 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Terrible costumer service.
No service, most of the times you do not have any wifi connection.
Long waiting customer service and after half an hour when they pick up, they cut the phone off on you.
Finally forcing you to pay for non existing service.
London Plusnet  
Truly awful service! It's fully BT owned now, hence the lack of customer support! They also ship a rebranded old bt smart hub 5 router! That is still prone to stalling itself and constant WiFi Internet connection drops!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
South Croydon Plusnet  
The worst service ever out of 5 lines I'm having problems 4 at different properties and after 3 months of being told so many different things but still not mended and it goes on. I do not have enough time to keep call plusnetbusiness 4 times a day. So now I've gone to the ombudsman to shut down all my accounts with plusnetbusiness and a refund. Never again will I use such a rubish company again. P.s xln are much cheaper and easier to get on with.
Liphook Plusnet  
It's a shame that I can't give 0 stars. The internet connection is dreadful. I have spoken to many people that have the same modem as us and they have the same issues. Plusnet should be paying me for using their dreadful services.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cumbernauld Plusnet  
worked fine for a year - gradually slowing, and slowing...cutting out. Customer Services said "its your wifi", so ethernet lead connected, speed of 0.7mbps. On a £38 month fibre contract. They lie through their teeth at customer servivces, leaving plusnet as 4g dongle is 40 times faster than plusnet fibre....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheltenham Plusnet  
The deal l took out included a £75.00 cans back reward have never seen it now told they sent a form in email which l never received if l don’t claim by end of month lam told it will then be null and void..changed over from another company to this thinking it would be better..Also l set my friend up with mobile deal which included £25.00 cash back card..because she was recovering from throat cancer they allowed me to set it up as long as she answered yes to give permitting plus this condition has left her hard of hearing..today when l visited tried to get the £25.00 sorted for her was told she would have to give details herself or l had to be power if attorney for her..she is married and l have no right to be power of attorney and her husband is not good in Internet or phone wish l hadn’t changed companies for her to get a better deal now she will loose her deal if we can’t get something sorted
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Kendal Plusnet  
This is a terrible company would not recommend at all! Paid upfront for my service which when it was due to go live it never happened phone the customer service team they told me it would go live the next day and here we are a week later still with no internet and just been told my order had been cancelled... not by me but somehow cancelled! And I would have to wait another 2 weeks before any progress
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Plymouth Plusnet  
The broadband speed is ok until 9pm, and then after that films and phones start freezing as the network slows down or something of which I have no clue and this is just about everynight. The last two times I phoned I was told after they tested the speed that the speed was fine and there was no problem, so WHY does it slow down every night?? I wonder.
  • Satisfaction
    2 stars
  • Speed
    2 stars
Mk3 Plusnet  
I have actually told Plusnet I spend more hours over the last 2 years on hold or speaking to their agents than my own family. I have wasted days of my life trying to find out why I had being cut off for no reason, charged double or whatever they make a mess of that month. I honestly feel like poking my own eyes out with 2 blunt pencils this company frustrates me that much! When my contract is over I will be going elsewhere. Shame, as the actual fibre is good. (if not disconnected for no good reason) Plusnet staff and departments do not internally communicate with each other the way they should, which is their major problem. When the new billing system went live it stitched all of its customers up so beware of being billed double.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
SHEFFIELD Plusnet  
I phone customers services to do an upgrade, told there was a 10 min wait, after 22 minutes hung up now looking for new provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Essex Plusnet  
People if you think this is the right company for you then let me explain how the know how works in this company. As NEW customer you are the highest valued Pearson for them. I was in that place as well. After many years off ripping off by this company is what you get only NOTHING. The always prioritise NEW customers only and DO NOT care or look after old valued customers. They claim they are based in UK ok but service is terrible your contract come to end and they will send you renewal with imagine what the same price as you was before really?? A joke when new customers get straight away ALWAYS HIGHER DISCOUNT then you. Then you call the SUPER UK based customer service and what you get is as first 15 min up to 45 min waiting time and once you finally reach someone. Then the super UK based customer service will tell you there is nothing what they can do even try to rip you off of more money!!! SHAME SERVICE. This company deserve to loose all valued customers and people go there where they will be looking after you and not to rip you off like plusnet. Plusnet is good as FIRST CONTRACT and then run away and look for someone else. And advice for plusnet. I was telling you this for many years but after today phone call to your super customer service I am going else where to someone who deserve my money and will not RIP ME OFF ALL THE TIME. If you are looking ALWAYS prioritise new customer ONLY then GOOD LUCK I hope you will get what you deserve but I will NEVER COME BACK. BIG SHAME ON YOU PLUSNET!!!THANK YOU FOR NOTHING!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Rugby Plusnet  
I have been a Plusnet for 8 years and was very impressed with your service.
In the last 6 months I have had the phone put down on me several times having waited 20mins at least to get through, practically laughed at when I’ve asked if there is a better plan for me as they were no longer competitive on price and now, to top it off they have closed my account after I found a much cheaper (1/4 price) and then even better they’ve sent me an email asking me to update payment details.
Be rest assured, I will be telling people as much as I can how much your service has deteriorated and what a shambles Plusnet now is.

The directors of Plusnet should ashamed of themselves with the kind of company it now is.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Suffolk Plusnet  
Hate this company - honestly run a mile. They messed us around for months when our internet speeds were not even 1/4th of what we were paying for only to tell us they had connected us wrong and people across the street were getting our faster speeds - no refund and even now speeds are a joke and constantly disconnects, can't handle any more than one person using it. I will be switching to another provider as soon as contract ends - oh and they increased the price mid-contract so don't let the advertisements fool you
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sheffield Plusnet  
18 months we have had 7 engineers, hours of being on the phone and communicating via the only ticket system which is awful. My plusnet broadband goes off every night without fail and usually a few times throughout the day. AVOID USING THIS PROVIDER !
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
P Plusnet  
Firstly my connection date was moved. Secondly they then failed to connect me. When I called they pressed a magic button and connected me saying they didn't know why I had not been activated. Gee thanks. Despite being finally connected, I could not get my router working and then on the phone had to agree to a potential charge to get an engineer to come out and look, even though I had already paid one of these to be connected (apparently this is for connecting the house outside, not making sure you can connect inside). They stated that if an engineer came out and the fault was found to be an internal one in the house I would have to pay a fee. I had to agree as without an engineer coming to look I could not connect my internet no matter what was causing it, but I made it very clear that my agreement was made under duress. I then found my router did work, but not through the connector they sent. They sent another. finally connected , the speed was dire and latency horrendous. Ended up being manually talked through over the phone how to select and change channels and find one that had a reasonable speed, none of which came close to the levels of speed they should. Router was feeding back that it was not doing as it should and was sent a new one.
This company does the minimum, the customer service is a joke, you end up fixing your own problems and having to do technical stuff over the phone to get it sorted. When I went with Virgin, there was no engineer fee, the engineer came into my home and set everything up and made sure I was up and running before they left. Plusnet make the customer run rings, forget to connect you even though you wait in all day, several days to get connected and sort things out at your end, and in a friendly customer service voice say, oh don't know whay thats not been done, I'll do it now. No elderly or non technical person not understanding latency and ping determinants etc would have stood a chance. I was not happy, this is not customer service. I got an independent person in to sort it. The signal to the router is as it should be with the guaranteed speed. However, be warned as the speeds from the router to the rest of the home (which are not part of the minimum speed guarantee) are a joke and my computers are now hardwired, although they still do not get the full speed. The whole set up wasted an inordinate amount of my time and phone calls, stress and having to do technical things. Disgusted with Plusnet.Cannot recommend. They certainly didn't do me proud.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Falkirk Plusnet  
I had been with PlusNet for 12 years until recently.
In the beginning they were a forward looking company that employed technically competent customer service staff that understood what a static IP address, DNS records and Linux are.
Over the last 3 years (currently 2019), they have made gaff after gaff and I now actively encourage people to avoid them.
Customer service takes over an hour per call on hold and usually requires 3 or 4 calls to get anything resolved.
The final straw was a £300 phone bill due to someone hacking my line, despite the account having a £50 cap! This, followed by a price hike and refusal to match the "new customer" offers made leaving them a simple decision.
Good bye and good riddance!
"We'll do you proud", more like "We'll proudly do you".
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Manchester Plusnet  
Due entirely to BT disconnecting me for no reason, and Plusnet's failure to respond to this, my account was sent into chaos. I have emails thanking me for paying my outstanding balance, and telling me my account currently sits at zero. However, today, and after many conversations with Customer Service teams, I have closed my account. The right hand there does NOT know what the left hand is doing. The stress caused put me back in hospital, thus being 2 days late in paying, borrowing money to pay, and my Mental Health has been set back at least to last year. I was assured I would have telephone last weekend when I returned home, it was cut off AGAIN!! I have closed my account, and want nothing more to do with Plusnet, as they did NOT "do me proud". Currently debating in my crazy mind whether to tell the Press. GOODBYE PLUSNET....DO NOT EVER CONTACT ME AGAIN!! You have upset everyone in my family, and you have no idea how to do as you say you will do.
Isle of Bute Plusnet  
Terrible, never had such a bad experience when switching providers, had to spend hours on the phone getting WiFi sorted, engineer visits, new router. Cooling off period is far too short, now stuck in a contract for a awful service unless I pay over £200 in cancellation fees. Avoid at all costs.
  • Customer Service
    2 stars
  • Speed
    3 stars
Lincolnshire Plusnet  
They just cannot leave people on a package they are happy with .
Raise their price make them phone up to get a better deal , waste their time and inconvenience them .
High tech with low quality service .
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Gosport Plusnet  
Price increased by 1/3 rd with no warning.
Dreadful customer service so changed supplier. Still getting emails and calls suggesting we are still customers and owe them money.
Harrasment continues dispute numerous calls and email responses by me to give the dates the contract was cancelled and the date of our new contract with another company.
Please stay away from Plusnet and there fake adverts.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Norfolk Plusnet  
I had a problem with Plusnet, no internet, they said it was working but it was not, I cancelled the service, however they were still charging me a month after, so I called again and they said it had not been closed, so now with another 28 days notice I have been charged for three or four months without the service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Peaks Plusnet  
Singed up for the broadband package (was later told by customer service this is no good and I would not of put you on this package) on the switchover day the line did not go active, phoned tech support spent 1 hour going through trsting of connections in my house which I told them I had already carried out but he wanted me to do again with him on the phone. Then 3 days later engineer attended to diagnose the fault witch was in the exchange that they had connected incorrectly. Then line test showed very poor speeds but was told that the line needed to chase in for 10 days, still no better phoned to cancel and was told that I had 14 days from first signing up with them and that had passed and they were supplying the minimum line speed so could not cancel. The only option left open to me was pay to cancel or upgrade to fiber for 18 months on a new contract and would not give me the new customer rate neather, I am very dissatisfied with the service and customer service. In my opinion I would avoided at all cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barrow-in-furness Plusnet  
I have been a broadband member of plusnet for many years. At the end of my contract no review took place and I ended up paying more for the same package. They told me account review is only for new customers. I did overlook this and gave them another chance and upgraded my package with them to fiber plus. Max download speeds of up to 80mbs. My broadband speeds have now gone down for some reason to 12mbs. I called plusnet and they told me that the order was processed incorrectly and that I was placed on the wrong package. They were still however charging me full price. No compensation. This seems to be FRUAD in my humble opinion.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Plusnet  
OK - this is an honest review - I was going to join Plusnet(PN) BUT BT at the last minute offered a better deal. But only after I had paid a deposit to PN. I requested a cancellation and PN were verbally perfect... This was in March - 5 weeks later I am still waiting for a refund. Today I was told it would be another 2 weeks and sent as a Cheque (add on another week for it to clear). So in total it has taken over 3 hours of me chasing and nearly 8 weeks to claim back a refund from them!

I will NEVER move over to Plusnet and will never consider them in the future - they have sat on my money for nearly 2 months and I have been passed pillar to post in trying to get it back.

How are companies allowed to treat people so appallingly - it takes seconds to take your money and months to get it back. Where is the fairness in this?

DO NOT GO OVER TO PLUSNET! I WARN YOU!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Northants Plusnet  
Had a call on 7th Feb to renew contact.as never had a issue decided to stay with Plusnet.Now past 2 months my bill has been £5.99 more than I signed up for.Have contacted plusnet 4 times now regarding this issue and have been told they can not sort it out yet.but are aware of issue with some bills.Cancelled direct debit as bill was due yesterday and not willing to keep paying more every month.Cant amend bill and add discount but can send texts and emails fast enough to tell me my bill is outstanding.Seriously wish I had not renewed with them now.Terrible customer service.
Gosport Plusnet  
You guys offer a terrible service. The initial date has been moved back over 3 times. I was initially told it would live on the 23rd then moved to the 25th then the 26th. Then it was cancelled and now youre saying the earliest you can send out an engineer is 9/5. The guy i spoke to on the phone wouldnt forward me to the complaints team and insisted he would be the one to take the complaint. I wouldnt recommend anyone use your service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
London Plusnet  
Awful internet provider, one minute you have a solid 70mbps download then not even 5 minutes later it's down to less than 1. It will randomly cut out for about 10 minutes. Would never recommend to a friend
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk Plusnet  
It’s a shame I couldn’t give Plusnet ZERO stars because that would be my honest rating. We are a business that relies on broadband in many ways but are continually let down by either very slow internet or no internet at all. When I call to report outages it takes about an hour to get through only to be told their “line test” is not showing any faults. I then have to actually ask to be put through to the complaint department to get anyone to come out. Even after an engineer visit we are lucky if the broadband works for a week before it breaks again.
At the moment we have no internet at all. As usual today I was told there was no fault and they are sending out a new router which they can’t guarantee will arrive tomorrow...
As a business, what am I supposed to do until then??
Stay away from Plusnet - they promise the earth but definitely do not deliver!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Plusnet  
In all the years we have had broadband Plusnet is the worst of all providers. Through the contract we were getting as low as 1.2mb down 2.0mb download I was forever complaining to them but it was like speaking to a brick wall, to be honest most times we had no internet, when we transferred to the we had no internet for 2 weeks was never compensated, I would strongly advise anyone thinking of transferring or joining plusnet to stay clear of them. The can not deliver the speed and service they are contracted to provide. The government watchdog needs to look into this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hullbridge Essex Plusnet  
Only been with plusnet couple of months have issues every day broadband speed terrible average around 15mbs, constantly loosing connection, only positive is the cost is a third what BT was charging
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SOUTHAMPTON Plusnet  
I have two broadband contracts with Plus net and had to pay £130+ to cancel one of them as I’d intended selling. Changed my mind about selling and wanted to re instate the service a less than a month later. Wouldn’t cancel the charge asked to speak to a supervisor/manager and was promised a call back in 2-4 hours, they never did. So that’s both accounts they’ve lost.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Essex Plusnet  
The worst broadband i’ve ever experienced! 0.30-1 mbps - complete joke! do not recommend!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northern Ireland Plusnet  
I have been a Plusnet customer for 12 months of an 18 month contract. The service is dreadful. The customer support which they claim is so awesome is a joke. You get the same support as any other ISP - every problem is apparently solved by doing hard reset on the router, losing all your settings, only to find nothing is improved. On two occasions, their agents simply hung up because I would not accept following their idiotic problem resolution sheet to address issues that were blatantly not connected with my end but are (and remain) problems with their own infrastructure. I also have Sky Broadband which has for 5 years performed faultlessly (a different building). I would not touch Plusnet. For all the advertising hype they are a complete shower.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Cornwall Plusnet  
very good service best ive had been with them over 6 years now never forget what talk talk was like. been thinking about changing to zen as they are offering 130mb speed
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
newport Plusnet  
Have been with Plusnet for years and my contract was due to expire, so was looking to see what they would do. My phone call was met with a 50% reduction in my broadband charge. This meant I could get cheaper elsewhere according to the website information. A few days later I did an online chat with PlusNet, this resulted in free broadband for 18 months. So, all I have to pay is the line rental, which matched the website comparisons available. So I stayed with PlusNet, but would have gone to another provider if they had not improved the first offer. Don't take an offer if it does not meet your expectations.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Whitstable Plusnet  
My average speeds obtainable are between 1-2Mbps. Often I am receiving less than 1Mbps. Also regular outages. (No point showing an online map of where outages are if your customer has no internet!)
I chose Plusnet because I thought it was supported by BT - either way it's just not reliable.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Birmingham Plusnet  
I decided to move from Plusnet to BT because of slow Internet speed and Customer Service, particularly now that you could keep your email addresses despite changing providers. I changed over from Plusnet to BT and Plusnet instead of making the necessary detail adjustments for continuation of our two email addresses with BT, just cancelled our account. On contacting Plusnet, and having been passed around and told that I couldn't keep our email addresses, I spoke with a Manager who said it was correct, you can change provider and keep your email address. She apologised and said she would arrange for our email addresses to be resurrected and that it would take a couple of days. After some five or so days of not having any emails coming through I contacted Plusnet who advised that resurrecting a cancelled account cannot be done and as such I have lost everything. Hence my new email address and I am still making contact and trying to make contact with all the people and businesses and authorities that communicate with me via email. Nightmare! Plusnet's commercial - .......NO PROBLEM - for me is the biggest lie on TV. If you use Plusnet hope for the best but PLAN FOR THE WORST.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Billericay Plusnet  
AVOID PLUSNET, THEY DON'T CARE TWO HOOTS ABOUT YOU.

I used to get 9 meg with Sky. Swapped to plusnet a year ago and this dropped immediately to 7 meg (at best).
Recently had a line fault and lost everything. Openreach quickly fixed the problem at the box at the end of the road.
Since then my max speed has been 4 meg. Plusnet will make no attempt to get me back to 7 meg because it still meets the new ofcom minimum requirement of 3.5 meg.
Beware of the minimum guaranteed speeds when you sign up because that is what you may end up with for the whole contract period. The speeds splashed all over the adverts are no guarantee that you will get anything like this. The minimum speeds are buried in the small print.

36 meg fibre broadband !!!!! You might end up with 10 meg from one provider I noticed. These advertised speeds need to be changed to minimum guaranteed speeds.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
In a town of 30,000 my house is one of 3 with no Openreach connection due to the line being left in disrepair. Ordered Plusnet on 15 August and after incompetently handling the matter and charging me every month for 7 MONTHS they finally tell me there will be a £4k charge for me to repair Openreach lines that are not even in my property!Then they blacklisted the property so no one can ever apply from here - don't want the hassle of having to actually make an effort in customer service.
The service with Plusnet is dreadful. Hours of waiting. Agents don't read notes. Repeating everything and they never listen. Untrained workers only sticking to script. Utterly incompetent. I used to love them but never again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland Plusnet  
15/3/19 Decide to join Plusnet due to positive reviews and my son having joined recently with no problems.
Supposed to go live on 29/3/19
On 25/3/19 no router had arrived. Tried to call but waiting time was too long for me to wait. Tried online chat, all lines busy.
I then went away for 2 days. On return on 29/3/19 no router or Royal Mail red card. My previous provider had disconnected the line so I had no internet.
Tried to track order from email with link to ‘track your order’ to be informed that I had no order.......
Rang customer services. Explained. After checking, member of staff said the router would be delivered in 2-3 days and apologised. I asked about compensation and was told I’d have to call back after set up to claim compensation.
1/4/19. No router. Rang customer services. Was told the router would be 4-5 days. I said that I was told it would be 2-3 days and that it hadn't arrived. I was told there was nothing she could do. I again asked about compensation and was told that I would get refund of the rental for however many days I was disconnected. I asked if she thought that was sufficient. I rang off.
2/4/19. No router. 14 minutes of online chat waste of time. Was told there was billing error on my account........Offered me one month line and broadband rental refund. He didn’t answer my questions. When asked when router would arrive, was told 3 working days. Online chat recorded.
Simultaneously got email saying my hardware had been ordered and would be 3-5 working days....
14.27. Rang customer services again..... was offered £40 to go and buy a router. Told 3-5 working days for theirs to be delivered. Asked to speak to manager. Said I didn’t want to buy router as I knew nothing about them. Asked why their router could not be sent express delivery. Their routers sent out from warehouse not them. Explained it all. Data on my mobile running out. Error made by first person who took order? Manager will look in to it and get back to me within 2 hours. This call was 22 minutes.

Manager called back as promised. He’d arranged router to be sent out recorded delivery and gave me delivery tracking number.
His confirmation email said that the agreed ..... was ‘XXX’....... phone call agreement was £30 credit.
7pm. Tried to track router on Royal Mail. Not trackable. Tried again at 11pm. Still not trackable.
3/4/19. 7am. Router still not trackable on Royal Mail
9.42. Tracked again. Royal Mail saying it’s been delivered. I was in at time of delivery so it had been delivered wrongly. Eventually went to neighbour the other side of estate, not in. Back home to write letter, delivered it. Owner of other house (not my address) contacted me having picked up my letter.
Got back at lunchtime and collected the TWO separate routers sent... the address on both parcels was wrong. The first one I opened had wrong power cable. Luckily 2nd parcel had right one. Connected computer after some help from Technical Support. Phone and printer also connected.
Later:
Smart TV not holding connection via WPS. Dropped connection every time I turned TV off and I had to reconnect by pushing WPS button and starting again. Rang TV company. They found same problem. Suggested it was router at fault as TV had worked perfectly with previous provider.
Ookla speeds through the night poor - worst at 7am when upload was 0.02.... best was 35 so average well below 38/40 for which I am paying.
4/4/10. Tried Smart TV again. WPS lost.
Rang Plusnet. 31 minutes later got answer from Technical support. Established it was probably faulty router as I had suspected. Told they’d send out new router. As I had been sent 2 routers in error, I agreed to change routers as most likely problem was that. Now have to reset phone, computer, printer and TV.....
4/4/19. Installed new router. Connected computer, iPhone and printer. WPS on Smart TV still very dodgy but appears to be working and not disconnecting every time.
Speeds extremely slow - often less than 1......
Online chat said the speed to my property was 38 - of COURSE IT WAS!!
Changed channel - speeds slightly better but nothing like 38 - 40.
Have asked for increased compensation as Plusnet is part of BT who have signed up to Offcom agreement at £8 a day. I had no internet for 5 and a half days. Awaiting answer.
Totally fed up with the whole service and after all the t5ourble, still got slow speeds.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Exeter Plusnet  

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